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CODE RED: Someone's Hurt at Your Resort
by Suzanne Mark
Owner - MARK of Excellence
MARK of Excellence
When it comes to emergency preparedness, a first aid kit from the local drug store and one person with outdated first aid certification just doesn't cut it anymore. Every resort and park needs to be up to date with a contingency plan for administering first aid to customers AND employees. A few simple steps and procedures can help insure that when someone is hurt, your resort or park will be ready.
Written plan
Establishing a first aid program begins with a written plan. The plan needs to be in staff manuals as well as prominent places for immediate access and reviewed frequently. Having a copy in the file in the front office isn't enough. The entire plan needs to be in prominent program areas including maintenance, housekeeping, registration, store, recreation areas especially the pool or water front areas. This plan should be reviewed by your insurance carrier and legal counsel. In most areas, local emergency/fire officials will also review the plan and your operation as well. Use these resources to confirm that nothing has been left to chance.
Supplies and Equipment
Each resort and park should have one primary location designated as the "first aid station" where both customers and employee injuries can be directed. This location needs a full complement of first aid supplies and equipment. Supplemental material needs to be available at all waterfront areas, maintenance areas, or anywhere potential accidents can happen, especially where equipment is being operated. Many resorts and parks automatically carry first aid equipment in all vehicles including golf carts. This enhances the possibility that the resort or park will be "on top of the situation".
Emergency response phone numbers need to be posted in prominent public areas especially at every pay phone. The list should include police, fire, ambulance, nearest hospital (with directions), emergency pet care* AND emergency phone numbers of appropriate staff if the resort or park is left unattended after hours. Many resorts and parks include these numbers in the registration packets as well. It is also useful to post where the closest phones are located outside the resort or park. (* With almost 50% of RVers traveling with pets and more than 10% of hotel guests doing the same, first aid may also include administering to our four legged guests. The American National Red Cross has an excellent publication on Emergency First Aid for Pets which would be a good resource to have on property.)
Another element to the emergency program is the HAZMAT (hazardous materials) station. This should include emergency procedures for all chemicals being used in the resort and park and must be available for easy access 24 hours a day. Being available in a locked building makes the HAZMAT station of little use.
And speaking of locks, be sure that keys are convenient for authorized staff use. Supplies, equipment, emergency phone numbers and the written plan are of no use locked up and no one can find the keys.
Training
All staff need training in the resort or park's emergency procedures. These should be reviewed periodically and even practiced. As many staff as possible should also be certified in First Aid, CPR and infant/child CPR. These programs are readily available through local American National Red Cross chapters, municipal or county fire/emergency response departments and many hospitals. With a minimum number, a park may even qualify to have the training done for the entire staff at the resort or park.
Code RED
It might be code red, green or purple or it might be a number, but there should be a code name for emergency situations. Most parks use two way radios. In order to alert staff and not alarm customers establish code names for medical or other forms of emergency. Even in domestic situations or law enforcement incidents where extra staff are needed 'on the double' it's good to have code names for various situations. You never know when a guest may be within earshot of a walkie talkie or two way radio. There's a lot of resort business that can alarm a guest unnecessarily and they just don't 'need to know'.
Additional Considerations:
Documentation
No matter how insignificant, always have a written accident/incident report completed and kept on file at the resort or park. Be sure these blank forms are conveniently located. When the situation warrants, be sure to investigate an accident fully getting names, addresses and statements of witnesses. Follow your insurance carrier's procedure for notification of potential claims. Periodically review the files. There may be places or situations that repeatedly cause accidents or incidents. These need to be corrected or adjusted to eliminate or reduce the hazard.
Customer Service
If a guest is injured and requires transport to a hospital, even as a precautionary check, have a staff person accompany them if possible. Follow up with a phone call to their home to say "we care". (Not a bad idea for employee injuries too!)
Dangerous plants and animals
Included in the resort operator's medical emergency program needs to be preparation for special treatments for dangerous plants and animals. Dangerous plants including poison ivy and oak can be ellusive to our primarily urban customer base who may not recognize the hazard. Animals including snakes, scorpions, fire ants also pose a threat to both the guest AND their pets. Many customers also need to be cautioned about approaching wild animals who may look cuddly but are unpredictable and may be rabid. Every year folks are mauled or killed by feeding bears, photographing moose too closely or trying to pet beggar coyotes. Even the Bambis of the world can bite! Educating both staff and especially customers not familiar with the peculiarities of your geographic area can be helpful in prevention of injuries.
Additional emergency preparedness
While first aid is probably the most frequently occurring type of emergency, every park should follow a similar outline for other forms of potential catastrophes . Weather hazards such as torrential rain, flash floods, blizzards, hurricanes and tornadoes require specialized planning. Fire including wild fires outside the property can pose challenges for the resort or park operator. Frequently in very rural areas, resorts and parks may need to position themselves as emergency shelter locations or staging areas for back country search and rescue operations. The potential hazards and emergencies of each resort and park need to be carefully considered to BE READY!